ServiceNow is expanding what users can do from their mobile phones in its latest platform update – New York -- that, for the first-time, gives users the ability to use a natural language interface to carry out common workplace tasks.
“With this release, what we’re really saying is, ‘how do we make it easier for that employee to consume that interaction, kick off that interaction,’ and ‘how do we meet that employee where they are?’ ” Blake McConnell, ServiceNow's SVP of Employee Workflow Products told CRN. “Many employees want to self serve. How do we provide an employee the tools to do that? A lot of that will happen through a virtual agent, with natural language.”
The company’s March release, Madrid, offered mobile capabilities for the first time for users of the platform, but limited the capabilities to the IT workers in an enterprise.
“Being able to look at tickets, and look at incidents and get notifications, so they can better do his or her job,” McConnell said. “Now with the New York release, we have two new mobile apps, again, utilizing the same capabilities, of the ServiceNow platform. One of the apps is referred to as NowMobile and one is refered to as MobileOnboarding. Both of these are designed for the employee persona.”
The goal is to minimize complexity within the work environment, and remove tedious distractions of, for example, searching for the right department to handle the employees needs, he said. Whether it’s requesting a new desk, finding a conference room, booking a conference room, or repairing something broken in a conference room, tasks that could eat away at a person’s time at work are simplified via the mobile interface.
“You think about all those pretty common interactions an employee would have and one of the things we really think about is, your average employee doesn’t need to know which request goes to IT, or when to ping HR, or a facilities request, or getting someone badged into the building goes through legal,” McConnell said. “Through my mobile device I can ask questions. I can submit requests. I can self-serve.”
New York has also added ITOM health features like Event Management and Operational Intelligence, which helps IT professionals spot anomalies in their network.
Other new features include Guided Tour Designer, Flow Designer Changes, and Integration Hub – which allows for the importing of the OpenAPI specifications that will make integrations with external notification tools much quicker.